Organisation: New Training Ideas.com
Category: Training Videos
Description: This practical, customizable new resource manual by Ron Semke & John A. Woods includes 38 carefully chosen training tools, case studies, articles, and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes.
With an emphasis on what, why, and especially how-to, the information in this manual will help customer service managers, trainers, and frontline associates develop more effective practices, policies and procedures.
All materials are fully reproducible which makes them especially useful as handouts, job aids, newsletter items, and training tools. In addition, selected resources are included on diskette for easy customization and reproduction. All materials are provided in Microsoft Word, so you can add your company name and logo to give your resources a customized look.
Tools, Topics and Resources Included are:
How to quantify the payoff in improved customer service
Special section on customer service and the internet
Special appendix-benchmarking your customer service with findings from the 1996 International Customer Service Association (ICSA) study
38-item self assessment to evaluate your current service level
Coaching for customer service
Practical Models for Managing the Customer Service Department
How to Create a Plan to Deliver Superior Customer Service
Training for Success Through Service: How Delta Airlines Does It
Maintaining Superior Service During Periods of Peak Demand
Creating the Sounds of Quality: Delivering Great Service on the Telephone
The Ten Practices of Exceptional Service
Customer Surveys that Deliver Actionable Information
Customer Problems and Problem Customers
Service Recovery: Turning Oops! into Opportunity (Ron Zemke)
Using H.E.A.T. Technique
Customer Service on the Internet
The Departure Process at Southwest Airlines... and more.
600 pages/ 3-ring binder with Diskette /Code...HR-0000BPCS/ $89.95
Price: USD $89.95
Contact: New Training Ideas.com
8 Brownstone Terr.,
Hawthorne
NJ 07506, USA
Email :
service@communicationideas.com
Webmail :
http://www.newtrainingideas.com
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